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Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?
Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the infl...
| Autores principales: | , , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Frontiers Media S.A.
2022
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| Materias: | |
| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9465484/ https://www.ncbi.nlm.nih.gov/pubmed/36106032 http://dx.doi.org/10.3389/fpsyg.2022.987428 |